Customer Success Manager

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Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional growth, IDeaS’ team members build successful careers with us.

IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we’re working, our teams come together to create leading revenue management solutions that accelerate our clients’ growth through revenue optimization.

**Now we just need you**

The Client Success Manager (CSM) otherwise known as Customer Success Manager provides clients with guidance bringing innovation and clarity to the client's experience of working with IDeaS and IDeaS solutions. With the highest quality service and, the Customer Success Manager develops and maintains a strong ongoing partnership with each assigned client, ensuring strong adoption of the IDeaS solution(s). This is accomplished via technical expertise, solution knowledge, revenue management specialization, hotel operations experience and commercial savvy. This role for Customer Success Manager can be based in either Thailand or Singapore.

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What you’ll be doing..._**
- Owns overall relationship with a portfolio of clients at the Closed Won stage and is introduced along with Account Manager at Client Kick off.
- Delivers high levels of client satisfaction, as measured regularly through NPS Scores, feedback, and other data (such as case management). Monitors those feedback points and puts plans together to address any open issues.
- Monitors the client’s business roadmap and ensures that as changes occur (changes in business strategy, PMS changes, addition of new tools, client turnover, and more) that our systems continue to remain optimized.
- Establishes a trusted and strategic advisor relationship with clients to help drive continued value of IDeaS products and services.
- Understands client’s revenue strategy needs and priorities to optimize the use of their solution(s).
- Triage any support challenges and provide documentation and possible options for solution before escalating. Manage escalations and ensure risk and high-risk items receive attention.
- Participate in client events such as conferences, etc., when feasible.
- Actively assists in delivering training via IDeaS Connects sessions, Discover Live, and other IDeaS client events.
- Pro-actively identifies insights, business trends, system configurations or system outputs which impact the client’s business success. Collaborates with the client if any of these elements require additional focus.
- Effectively persuades clients to make changes where required to achieve optimal results. Puts together business cases and use cases to support.
- Collaborates closely with cross-functional teams at IDeaS to drive better results. Ensures knowledge of other opportunities that client can take advantage of (consulting partnerships, ongoing training, and education, etc.)
- When new products and services are sold to existing clients, works with internal teams to ensure these solutions are implemented, adopted, and understood.
- Partners with Account Management, to act as an escalation point for the client to ensure smooth maintenance of the successful business relationship.
- When applicable, assists clients with system functions such as ‘what if’ analysis.
- Participate in Client Success University to continue education and where applicable, achieve areas of specialty (other products, markets, hotel types, etc.)
- Learn new products and business solutions as they become available.

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What you’ll bring to us _**
- 3-5+ Years of Hospitality Technology, Hospitality, Hotel Technology experience or Customer Success experience from a hotel technology or hospitality technology background.
- Excellent English english speaking, reading and writing skills.
- Hotel Technology / OTA / Hospitality Technology experience
- Understanding of Revenue Management is highly desireable
- Commercially savvy and clear understanding of customer goals and revenue drivers.
- Hotel Operational knowledge or Revenue Managment knowledge to understand concepts such as forecasting, optimization, pricing.

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We Support Who You Are._**

As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you’re launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.

At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices.

**_Additional Information:_**
To qualify, applicants must be legally authorized to work in either the Singapore or Thailand, and should not require, now or in the future, sponsorship for e